These General Service Conditions define the post-guarantee service conditions of the ACOM products. Our sales and guarantee conditions for new products are described in the ACOM General Conditions of Sale.
Download General Service Conditions | August 2024 | PDF file
Summary
Product Support
It doesn't matter how old your product is - ACOM will support and help you. ACOM supports all of its products without limitation of when they were manufactured.
ACOM strives to provide the know-how required for repair services for at least 20 years upon delivery of the relevant products.
All that makes ACOM a unique company, right?
Deliveries of Replacement Components
ACOM does its best to deliver replacement components for all its products (from the current product program and discontinued products) without quantity or time limitations.
However, this can not be accepted as the producer's obligation and can not be against local rules and laws. As it is understandable, the delivery of many spare parts depends on our sub-contractors, and this process is out of our control.
Product Repairs at the ACOM Factory
- Repairs at the ACOM factory in Bulgaria will be offered and charged on the basis of repair packages, which settle the working hours as well as the required replacement components as a lump sum. The lump sum does not include the cost of tubes, LDMOS transistors, or HV transformers. If these parts are necessary, their price will be added to the lump sum.
- The repair procedure starts only after price acceptance confirmation by the customer (usually by e-mail, or other written means).
- If it is clear that the offered price as a lump sum is far away from the real repair expense, ACOM keeps the right to stop the repair, inform the customer, and wait for confirmation. In such case, servicing shall be invoiced on the basis of service work performed by ACOM plus any replacement components and material used by ACOM (other parts needed for repairs, etc.).
- If the customer rejects (cancels) the repair procedure, ACOM will invoice 1 (one) hour of working time.
- In any case, the transport costs from the customer to the ACOM factory and back are for the customer's account. ACOM offers to its customers so-called "Collection Request" shipping services. These services provides flexible and economical transport virtually all over the world.
- For problem-free transportation of the product to the service center it is strongly recommended that you use the original packaging (cartons and the accompanying accessories) in which the newly purchased product was packaged and delivered. Please read the product User's Manual for packaging instructions. It is the customer's responsibility to ensure the product and all accessories are properly packaged.
- The Customer's replacement components that are exchanged during the repair become the property of ACOM upon completion of the repair.
- Repair Procedure Duration
The repairs at the ACOM factory are made based on similar procedures as serial production. ACOM does its best to shorten the repair time but this can not be done in the opposite of repair procedures and against quality control policy.
In most cases, the repair time is:
- 15 - 30 (fifteen - thirty) work days or less;
The repair time doesn't include the transport/transit time, etc.
- Hourly Rates and Flat Rates for Servicing and Repair
The ACOM Service Price List includes the repair packages and hourly rate prices. These prices are offered case by case only.
- The servicing rendered shall be invoiced after its completion. Payment will be claimed upon completion of the servicing action, and is independent of any success thereof.
- All prices are ex-works (in EUR, or USD), including single product packaging cost.
- Value-added tax shall be added at the then-applicable rate.
- Shipping, transport, and insurance costs are invoiced separately.
- The repair/servicing price must be paid before shipping/delivery to customer.
Product Repairs at ACOM Service & Repair Partners
- Forwarding the service order
In the interest of the Customer, ACOM reserves the right to forward the service order to an appropriately qualified local service & repair partner who is part of the worldwide ACOM service network. In such a case, ACOM will forward the service order to the service partner. The Customer agrees to this forwarding in advance. The service partner will then implement the agreement and issue the invoices.
- The ACOM Service & Repair Partners are independent companies or private persons and have the right to rule their servicing policy, but without violating the policy of ACOM.
- As these companies or private persons are authorized by ACOM as a Service & Repair Partner for ACOM products, they follow the ACOM general servicing rules.
- When the customer plans to use these services, it is mandatory to contact in advance ACOM Service & Repair Partner to clear all questions (technical and financial).
Liability / Warranty
- Repairs: 3 (three) months;
- Spare parts available/sold as separate replacement components: 12 (twelve) months;
These parts include - tubes and HV transformers;
- All other spare parts: No guarantee;
E.g. electronics and electrical components, mechanical parts, etc.
The ACOM warranty period starts at the date of invoicing to the customer.
Under no circumstances the ACOM can not be connected to any other future or further problems or defects in the repaired equipment, or the customer's connected equipment.
End of Summary
